Live Alarm Dispatch Lead - Real-Time iSOC Coordinator

Interface Security Systems LLC; St. Louis (MO); On-site; USD 26,000 - 34,000; Full time

Benefits offered by this job

Full benefits on Day 1 of employment

3 weeks paid vacation time

10 days paid sick time

Uncapped employee referral bonuses

Performance Monthly Bonus up to $1,000

Monthly Attendance Bonus up to $250

Day 1 Orientation Bi-weekly

Job summary

Interface Security Systems LLC is seeking a Level 3 iSOC Coordinator to manage real-time security events, perform remote checks, and communicate with monitored sites using two-way audio/video systems. You will verify alarms, de-escalate incidents, and coordinate with emergency services as needed.

The role requires strong communication, quick decision-making, and experience in customer service or security. On-site full-time position with extensive shift coverage, benefits from day one, and

Qualifications

• High school diploma or GED equivalent.
• Two years of experience in customer service, call center, dispatch, or security roles is preferred.
• Excellent communication and interpersonal skills ensuring all interactions are handled with professionalism and care.

Responsibilities

• Perform remote security checks/ virtual tours of customer locations, carefully observing all areas for potential security vulnerabilities, criminal and/ or unusual activities.
• Conduct virtual security escorts to safeguard customers during business opening, closing and/ or upon customer a request.
• Communicate with customer locations using state-of-the-art two-way audio/ video surveillance technology.
• Take appropriate action based on the severity or instruction provided, including customer contact and/ or requesting emergency services such as police, fire, or medial services.
• Answer inbound phone calls to assist with resolving, escalating, or supporting security and system-related inquiries from customers, employees, and vendors.
• Maintaining accurate records and documentation with the system of record (automation system) Monitor, verify and respond to alarm signals, placing outgoing telephone calls to verify validity of alarm signals.
• Perform video verification of alarms to confirm security breaches or emergency incidents.
• Notifies specified individuals via telephone of an alarm or event according to customer-specific instructions.
• Provide critical life safety support by ensuring clear, timely and accurate dispatch and alarm communication to emergency personnel.
• Provide basic alarm support such as arming, disarming, and assisting in resetting alarms/ signals.
• Manage live audio interactions in response to alarm events or customer requests, utilizing two-way audio systems to communicate directly with individuals at monitored sites.
• Use two-way audio to intervene during real-time incidents, projecting authority and maintaining clear communication.
• Handle situations such as loitering, trespassing, or other security violations, often requiring de-escalation or rapid decision-making.
• Document all interactions and ensure proper follow-up to ensure the resolution of incidents.
• Generate detailed reports on alarm responses and life safety interventions.
• Interface offered learning courses may be necessary when pursuing further certification(s) All iSOC employees must comply with policies as stated in the Interface Employee Handbook and Employee Safety Manual.

Skills

Communication skills

Active listening

Calm under pressure

Customer service experience

Education

High School diploma or GED

Tools

Microsoft Office

Video surveillance software

Job description

Interface Security Systems LLC is seeking a Level 3 iSOC Coordinator to manage real-time security events, perform remote checks, and communicate with monitored sites using two-way audio/video systems. You will verify alarms, de-escalate incidents, and coordinate with emergency services as needed.

The role requires strong communication, quick decision-making, and experience in customer service or security. On-site full-time position with extensive shift coverage, benefits from day one, and